$90,000–$114,000 Per Year
Best Practices, Change Management, Coaching, Communication Skills, Computer Science, Consulting, Customer Satisfaction, Customer Support/Service, Distribution Services, Documentation, Help Desk, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Information Technology & Information Systems, Internet Security, Knowledge Management, Leadership, Management of Information Systems/Technology (MIS), Metrics, On Site Support, Operational Improvement, Operational Strategy, Operational Support, Operations Processes, Organizational Skills, People Management, Performance Management, Root Cause Analysis, ServiceNow, Team Lead/Manager, Technical Leadership, Technical Support, User Interface/Experience (UI/UX)
IT Service Desk Manager
Salt Lake City, Utah
Direct Placement
$90K to $114K DOE annual salary + bonus
Summary
The IT Service Desk Manager is responsible for leading daily IT Service Desk operations and delivering a high-quality end-user support experience across the organization. This role oversees incident, request, problem, and knowledge management processes while driving operational efficiency, service improvement, and customer satisfaction through ITIL 4 best practices.
Responsibilities
- Lead and manage the IT Service Desk team, including coaching, performance management, and development
- Oversee Incident, Request, Problem, and Knowledge Management processes aligned to ITIL 4
- Manage service desk staffing, scheduling, and workload distribution to meet service levels
- Coordinate escalations and collaborate with Infrastructure, Field Services, and Cybersecurity teams
- Drive root cause analysis and remediation efforts to prevent recurring issues
- Expand self-service and knowledge management capabilities to improve user experience
- Monitor service metrics, trends, and customer satisfaction indicators
- Develop and maintain support processes, standards, and operational documentation
- Lead continual service improvement and operational maturity initiatives
- Support service readiness and change activities for new technologies and solutions
Requirements- Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
- ITIL 4 Foundation certification or ability to obtain within a defined timeframe
- 6+ years of experience in IT support, service desk, or field services environments
- 2+ years of leadership or supervisory experience managing technical teams
- Experience with ITSM platforms such as ServiceNow or similar tools
- Strong understanding of ITIL 4 service management practices
- Experience managing incidents, requests, problem management, and knowledge management processes
- Strong communication, organizational, leadership, and customer service skills
- Ability to manage priorities and operate effectively in fast-paced enterprise environments
Bonus Skills- Experience supporting enterprise or multi-site environments
- Familiarity with change management and service readiness processes
- Exposure to infrastructure, cybersecurity, or endpoint support operations
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